HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer all messages and e-mails in the order they are received and always do our best to respond as promptly as possible! We usually reply within 24 hours of receiving a message.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it's not always possible to process address change requests. If you notice an error, please e-mail us ASAP with your name and order number so we can try to make a correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are between 1~3 business days after the day you place your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up, processing times may increase to 3 business days following the day you placed your order.
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships out all orders Monday - Friday (excluding major holidays). After placing your order, your package should be shipped out within 1~2 business days after your order is placed, and you will receive an e-mail with the tracking number soon after. E-Packet is our primary carrier for U.S customers and for customers in countries/regions such as Canada, Europe, UK, Australia, New Zealand, etc. Depending on where you live, packages are delivered within 5~25 days from the date of shipment. If you see an item with the "FREE 5-Day Delivery" badge on the product page, it will arrive at your doorstep in 5 days or less once the order has been processed.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order, you may receive separate packages that might arrive 1~2 business days apart.
OUT OF STOCK/BACKORDERED ITEMS:
In the event that any of your items are out of stock, we will send you an e-mail to let you know when we expect to have the items shipped out. If the items are not expected to be restocked within 2 weeks, we will automatically refund you for those items.
Our warehouse staff are super quick, so if you notice an error, please e-mail us ASAP with your name and order number so we can try to catch your package before it departs. There's no guarantee we can change it, especially once it leaves our warehouse, but we'll do everything we can!
DO YOU SHIP INTERNATIONALLY?
Yes! We ship internationally to almost all countries. You will receive your shipment 5-25 days after the order is shipped. All orders are shipped out within 1~2 business days.
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.
HOW CAN I TRACK MY ORDER?
Simply go to the Track My Order link on the Home Page or in the Main Menu and input your tracking number to see where your package is. If you need further assistance, we are always willing to help you.
WHY ISN'T MY TRACKING NUMBER WORKING?
Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carriers' systems. International shipping usually takes between 2-4 weeks, so you can estimate that it will take about that long from the time your package ships until you'll receive it. If your order is domestic and the tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?
All domestic (U.S) delivery issues become the responsibility of USPS once it’s been shipped from our warehouse or suppliers. You can contact USPS at (800) 275-8777 to locate your package at your local post office.
WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?
If any of your purchased items are missing or damaged, please contact us immediately to resolve the issue. We have a Money Back Guarantee which lasts 30 days prior to the delivery of your order, so make sure to contact us within that time frame. To get ahold of us to assist you, please either use the Contact Us tab or e-mail us at email@example.com